ITSMhttp://blogs.forrester.com/taxonomy/term/797/all
enBoost Customer Obsession With Business Technologyhttp://blogs.forrester.com/eveline_oehrlich/16-11-04-boost_customer_obsession_with_business_technology
<p>Welcome to the age of the customer!</p>
<p>To quickly recap: this is the age where digitally empowered customers are driving firms to become customer-obsessed, digital businesses that apply customer-led, insights-driven, fast, and connected technology. You may be asking "What does this have to do with me and my responsibility in Infrastructure and Operations?" To answer in brief, your CIO and technology management organization play central roles in making your firm customer obsessed because:</p><a href="http://blogs.forrester.com/eveline_oehrlich/16-11-04-boost_customer_obsession_with_business_technology" title="Read the rest of &#039;Boost Customer Obsession With Business Technology&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_9462 first"><a href="/category/devops" rel="tag" alt="See other content with this tag." title="See other content with this tag.">DevOps</a></li>
<li class="taxonomy_term_13746"><a href="/category/itfm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITFM</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_13745"><a href="/category/tbm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">TBM</a></li>
<li class="taxonomy_term_10090 last"><a href="/category/service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">service management</a></li>
</ul></div>http://blogs.forrester.com/eveline_oehrlich/16-11-04-boost_customer_obsession_with_business_technology#commentsDevOpsIT InfrastructureITFMITSMTBMservice managementFri, 04 Nov 2016 15:42:40 +0000Eveline Oehrlich12655 at http://blogs.forrester.comBMC Wants A Greater Share Of The Digital Economyhttp://blogs.forrester.com/nigel_fenwick/16-09-13-bmc_wants_a_greater_share_of_the_digital_economy
<p><a href="http://www.bmc.com/" target="_blank"></a></p>
<p>Last week I attended <a href="http://engage.bmc.com/" target="_blank">BMC&#39;s Engage event</a>, an analyst forum in Vegas, as a guest of <a href="http://www.bmc.com/" target="_blank">BMC</a>. Like every other technology vendor, BMC would like a greater share of the emerging digital economy.</p>
<p>With more and more businesses moving to the public cloud, I have no doubt in my mind that the on-prem data center market will diminish quickly over the coming years. I also expect mainframes to go the way of the dodo within 10 years, but many others have previously predicted the demise of mainframes and time has proven them wrong, so I accept I may also be premature.</p>
<p>BMC, a bastion of IT operations, now wants to help IT leaders become drivers of digital business. Indeed, BMC has positioned many of the current raft of product offerings to help tech leaders deliver a more efficient and agile tech capability for the business. And this is important. One of the biggest challenges for many large technology teams is their lack of agility. In the age of the customer, tech teams need to tap into every opportunity (and automation capability) to drive greater agility and efficiency throughout their technology delivery capabilities.</p><a href="http://blogs.forrester.com/nigel_fenwick/16-09-13-bmc_wants_a_greater_share_of_the_digital_economy" title="Read the rest of &#039;BMC Wants A Greater Share Of The Digital Economy&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_9273 first"><a href="/category/bmc" rel="tag" alt="See other content with this tag." title="See other content with this tag.">BMC</a></li>
<li class="taxonomy_term_514"><a href="/category/it_operations" rel="tag" alt="See other content with this tag." title="See other content with this tag.">IT operations</a></li>
<li class="taxonomy_term_797 last"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
</ul></div>http://blogs.forrester.com/nigel_fenwick/16-09-13-bmc_wants_a_greater_share_of_the_digital_economy#commentsBMCCIOIT operationsITSMTue, 13 Sep 2016 12:48:02 +0000Nigel Fenwick12553 at http://blogs.forrester.comDon't Wait; Rethink Your ITIL Journey Now!http://blogs.forrester.com/robert_stroud/16-05-10-dont_wait_rethink_your_itil_journey_now
<p>Over the past 25 years, many organizations have modelled their support - and in some cases their delivery organization - after the ITIL frameworks and processes. For many, ITIL has been helpful in establishing the rigor and governance that they needed to bring their infrastructure under control in an era where quality and consistency of service was critical and technology was sometimes fragile.</p>
<p>Today, we are 5 years into "The age of the customer" - an era where customer obsession is driving technology and which demands a culture of speed and collaboration to differentiate and deliver extraordinary customer experience to drive business growth. In this era, the rise of mobility and the race to deliver differentiated business processes is critical to success. Your development teams are driving velocity and elasticity with increased quality and availability, leveraging DevOps practices and often driving change directly to production.</p>
<p>This transition has led some organizations to experience friction between the competing priorities, velocity and control, especially for those who continue to execute on the traditional model of ITIL.</p>
<p>ITIL is starting to show signs of age. That does not mean it is on the verge of demise. ITIL must adapt. To understand the relevance of ITIL and IT Service Management practices in this era of <a href="https://www.forrester.com/report/Gear+Up+For+Modern+Service+Delivery/-/E-RES118904">Modern Service Delivery</a>, <a href="https://www.forrester.com/Eveline-Oehrlich?objectid=BIO1241">Eveline Oehrlich</a> and <a href="https://www.forrester.com/Elinor-Klavens?objectid=BIO9184">Elinor Klavens</a> and I have embarked on a review of ITIL and the use of IT Service Management practices supporting todays BT agenda.</p>
<p>Our key findings include:</p><a href="http://blogs.forrester.com/robert_stroud/16-05-10-dont_wait_rethink_your_itil_journey_now" title="Read the rest of &#039;Don&amp;#039;t Wait; Rethink Your ITIL Journey Now!&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_12450 first"><a href="/category/age_of_the_customer_0" rel="tag" alt="See other content with this tag." title="See other content with this tag.">#Age of the Customer</a></li>
<li class="taxonomy_term_796"><a href="/category/automation" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Automation</a></li>
<li class="taxonomy_term_9462"><a href="/category/devops" rel="tag" alt="See other content with this tag." title="See other content with this tag.">DevOps</a></li>
<li class="taxonomy_term_10142"><a href="/category/itil_service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITIL service management</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_238 last"><a href="/category/cloud_computing" rel="tag" alt="See other content with this tag." title="See other content with this tag.">cloud computing</a></li>
</ul></div>http://blogs.forrester.com/robert_stroud/16-05-10-dont_wait_rethink_your_itil_journey_now#comments#Age of the CustomerAutomationDevOpsIT InfrastructureITIL service managementITSMcloud computingWed, 11 May 2016 02:59:49 +0000Robert Stroud12358 at http://blogs.forrester.comWelcome to Forrester, Rob Stroudhttp://blogs.forrester.com/glenn_odonnell/15-10-07-welcome_to_forrester_rob_stroud
<p>Good day everyone,</p>
<p>I bring tidings of great joy to the Forrester community, and especially to our clients! We have a new analyst on the <a href="https://www.forrester.com/Infrastructure-%26-Operations">Infrastructure &amp; Operations Research</a> team! It took a long time to get the right person, but we finally did. Once you meet him (and you likely already have), you will agree!</p>
<p>The newest Principal Analyst on the I&amp;O team is <a href="https://twitter.com/RobertEStroud">Robert Stroud</a>! Rob comes to us after a long stint at the software company CA, where he was most recently the VP of Strategy and Innovation. Central to his recent work is a significant amount of evangelism about <a href="https://www.forrester.com/The+Modern+Service+Delivery+Playbook+For+2015/-/E-PLA800?objectid=PLA800">DevOps</a>, the hot movement promoting rapid application and technology service delivery. He has been very active in the governance and service management communities for years, holding many leadership positions. He just wrapped up his tenure as the International President of <a href="https://www.isaca.org/Pages/default.aspx">ISACA</a> and was a primary author of the last few versions of the <a href="http://www.isaca.org/cobit/pages/default.aspx">COBIT </a>framework. He has won several awards in this community in recognition of his many achievements - all well deserved!</p>
<p>He is an electrifying presenter, an articulate, prolific writer who can superbly address a wide variety of topics with rich context to business demands, and he is cool and professional under pressure. As an example of the latter, his presentation delivered in the hiring process was riddled with circumstances that would have left most people quivering in fear. It's truly an epic story! Rob delivered brilliantly, as if none of these hurdles ever occurred. It was an amazing performance!</p><a href="http://blogs.forrester.com/glenn_odonnell/15-10-07-welcome_to_forrester_rob_stroud" title="Read the rest of &#039;Welcome to Forrester, Rob Stroud&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_9462 first"><a href="/category/devops" rel="tag" alt="See other content with this tag." title="See other content with this tag.">DevOps</a></li>
<li class="taxonomy_term_13385"><a href="/category/isaca" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ISACA</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_13386"><a href="/category/sddc" rel="tag" alt="See other content with this tag." title="See other content with this tag.">SDDC</a></li>
<li class="taxonomy_term_238"><a href="/category/cloud_computing" rel="tag" alt="See other content with this tag." title="See other content with this tag.">cloud computing</a></li>
<li class="taxonomy_term_10008 last"><a href="/category/itsmf" rel="tag" alt="See other content with this tag." title="See other content with this tag.">itSMF</a></li>
</ul></div>http://blogs.forrester.com/glenn_odonnell/15-10-07-welcome_to_forrester_rob_stroud#commentsDevOpsISACAIT InfrastructureITSMSDDCcloud computingitSMFWed, 07 Oct 2015 15:41:41 +0000Glenn O'Donnell11946 at http://blogs.forrester.comLost in Service Catalog Taxonomy? Forrester’s Technology Management Service Catalog Taxonomy To The Rescue!http://blogs.forrester.com/eveline_oehrlich/14-11-06-lost_in_service_catalog_taxonomy_forresters_technology_management_service_catalog_taxonomy_to_t_2
<div id="cke_pastebin">When it comes to your Technology Management service catalog, are you lost in arguments on what to call certain categories of services? What are your service families and what is the next level of service elements? What are the definitions of the service elements? These questions are just the tip of the iceberg of current projects within I&amp;O organizations in defining the rich and complex world of a technology management service catalogs. I&amp;O teams are struggling to architect foundational service catalogs which will support the standardization and optimization efforts of their service offerings. </div>
<div> </div>
<div id="cke_pastebin">With that challenge in mind, Forrester created a I&amp;O Technology Management Service Taxonomy - a collection of many service elements, organized by 13 service families. The research consists of a <a href="https://www.forrester.com/Technology+Management+Service+Catalog+Workbook/fulltext/-/E-RES119125">detailed spreadsheet based tool</a> with a variety of service families, service taxonomies and definitions. The next steps are to understand the business services and capabilities which are enabled through these technology management services. Some business services and capabilities are similar from one vertical to another. Our next endeavor is to capture these services as well. </div>
<div id="cke_pastebin"> </div>
<div id="cke_pastebin">We&#39;d like to make this a living and breathing Service Catalog Taxonomy and plan to publish updates soon. Please send all comments and suggestions to <a href="mailto:eoehrlich@forrester.com">eoehrlich@forrester.com</a> and <a href="mailto:cgallacher@forrester.com">cgallacher@forrester.com</a>.</div>
<a href="http://blogs.forrester.com/eveline_oehrlich/14-11-06-lost_in_service_catalog_taxonomy_forresters_technology_management_service_catalog_taxonomy_to_t_2" title="Read the rest of &#039;Lost in Service Catalog Taxonomy? Forrester’s Technology Management Service Catalog Taxonomy To The Rescue!&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_1180 first"><a href="/category/it_service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">IT service management</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_12264"><a href="/category/technology_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Technology Management</a></li>
<li class="taxonomy_term_11197"><a href="/category/infrastructure_and_operations" rel="tag" alt="See other content with this tag." title="See other content with this tag.">infrastructure and operations</a></li>
<li class="taxonomy_term_12910"><a href="/category/service_brokering" rel="tag" alt="See other content with this tag." title="See other content with this tag.">service brokering</a></li>
<li class="taxonomy_term_9642"><a href="/category/service_catalog" rel="tag" alt="See other content with this tag." title="See other content with this tag.">service catalog</a></li>
<li class="taxonomy_term_12915 last"><a href="/category/technology_management_service_catalog_taxonomy" rel="tag" alt="See other content with this tag." title="See other content with this tag.">technology management service catalog taxonomy</a></li>
</ul></div>http://blogs.forrester.com/eveline_oehrlich/14-11-06-lost_in_service_catalog_taxonomy_forresters_technology_management_service_catalog_taxonomy_to_t_2#commentsIT InfrastructureIT service managementITSMTechnology Managementinfrastructure and operationsservice brokeringservice catalogtechnology management service catalog taxonomyThu, 06 Nov 2014 18:45:30 +0000Eveline Oehrlich11173 at http://blogs.forrester.comDeath To CMDB! Long Live The Dream!http://blogs.forrester.com/glenn_odonnell/13-12-22-death_to_cmdb_long_live_the_dream
<p>I'm sitting on my sofa at home (Yes! Home!) on Sunday morning just before Christmas. I'm "shut down" for the holidays now, but of course, I'm watching Twitter and now listening to my brilliant friends <a href="http://www.chrisdancy.com/">Chris Dancy</a> and <a href="http://blogs.pinkelephant.com/troy">Troy DuMoulin</a> discussing CMDB (configuration management database) on the <a href="https://soundcloud.com/itsmweekly/pending-practitioner-radio-6">Practitioner Radio</a> podcast. It's a marvelous episode, covering the topic of CMDB in with impressive clarity! I highly recommend you listen to their conversation. It's full of beautiful gems of wisdom from two people who have a lot of experience here - and it&#39;s pretty entertaining too!</p>
<p>I agree with everything these guys discussed. In particular, I love the part where they cover systems thinking and context as the key to linking everything conceptually. I only have one nit about this podcast, and the greater community discussion about CMDB, though. <strong>Let's stop calling this "thing" a CMDB!</strong></p>
<p>I coauthored a book with the great <a href="http://carloscasanova.com/">Carlos Casanova</a> (his real name!) called <em><a href="http://www.amazon.com/The-CMDB-Imperative-Realize-Nightmares/dp/0137008376">The CMDB Imperative</a></em>, but we both hate this CMDB term. This isn't hypocritical. In fact, we make this point clear in the book. Like the vendors, we used CMDB to hit a nerve. We actually struggled with this decision, but we realized we needed to hit those exposed nerves if we were going to sell any books. Our goal is not to fund a new <a href="http://www.astonmartin.com/">Aston Martin</a> with book proceeds. If so, we failed miserably! We just wanted to get the word out to as many as possible. I hope we&#39;ve been able to make even a small difference!</p>
<p>"CMDB" is misleading in countless ways, but let me highlight a few of the biggest flaws:</p><a href="http://blogs.forrester.com/glenn_odonnell/13-12-22-death_to_cmdb_long_live_the_dream" title="Read the rest of &#039;Death To CMDB! Long Live The Dream!&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_796 first"><a href="/category/automation" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Automation</a></li>
<li class="taxonomy_term_10144"><a href="/category/cmdb" rel="tag" alt="See other content with this tag." title="See other content with this tag.">CMDB</a></li>
<li class="taxonomy_term_11695"><a href="/category/cms" rel="tag" alt="See other content with this tag." title="See other content with this tag.">CMS</a></li>
<li class="taxonomy_term_106"><a href="/category/it_automation" rel="tag" alt="See other content with this tag." title="See other content with this tag.">IT automation</a></li>
<li class="taxonomy_term_537"><a href="/category/itil" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITIL</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_11438"><a href="/category/sma" rel="tag" alt="See other content with this tag." title="See other content with this tag.">SMA</a></li>
<li class="taxonomy_term_9378"><a href="/category/big_data" rel="tag" alt="See other content with this tag." title="See other content with this tag.">big data</a></li>
<li class="taxonomy_term_531"><a href="/category/data" rel="tag" alt="See other content with this tag." title="See other content with this tag.">data</a></li>
<li class="taxonomy_term_10409"><a href="/category/service" rel="tag" alt="See other content with this tag." title="See other content with this tag.">service</a></li>
<li class="taxonomy_term_10090 last"><a href="/category/service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">service management</a></li>
</ul></div>http://blogs.forrester.com/glenn_odonnell/13-12-22-death_to_cmdb_long_live_the_dream#commentsAutomationCMDBCMSIT InfrastructureIT automationITILITSMSMAbig datadataserviceservice managementSun, 22 Dec 2013 23:04:24 +0000Glenn O'Donnell10134 at http://blogs.forrester.comYour Input Required - Service Engineering Role!!http://blogs.forrester.com/eveline_oehrlich/13-11-20-your_input_required_service_engineering_role
<p>Engaging All Service Engineering Folks: Help Forrester Define "Service Engineering" As A New Role Within Infrastructure &amp; Operations (Or Beyond)! A variety of technology trends such as mobility and clouds are empowering consumers and connects employees who all are interacting and collaborating through apps and devices which are changing the way business is conducted. In response, organizations are forced to accelerate business changes which require the need for agility innovating new technology choices, implementation options, and delivery approaches. In this new pace of change the business demands more of IT to help deliver services which enable and support the age of the customer. Some Infrastructure &amp; Operations teams have made the transformation to manage and support BT services which consist of technology, systems, and processes to win, serve and retain customers. Other organizations still manage and support components which range from operating systems, middleware, general purpose components, applications and custom components built all for specific purposes. I&amp;O teams have become good at building components, but it often lacks the engineering discipline to assemble these components into services that meet specific business needs and are relevant in the age of the customer. To stay relevant and transform Infrastructure &amp; Operations in the age of the customer, I&amp;O needs a new role - service engineering. Service engineers mainly "do" three things:</p>
<p>1. Think and act from the outside-in - this means establishing, managing and continually improving services which are critical and essential for business enablement and business success.</p>
<p>2. Participate and support the DevOps journey - business agility in large parts depends on technology today. The DevOps team plays a large role in the quality and speed of technology delivery.</p><a href="http://blogs.forrester.com/eveline_oehrlich/13-11-20-your_input_required_service_engineering_role" title="Read the rest of &#039;Your Input Required - Service Engineering Role!!&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_9462 first"><a href="/category/devops" rel="tag" alt="See other content with this tag." title="See other content with this tag.">DevOps</a></li>
<li class="taxonomy_term_537"><a href="/category/itil" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITIL</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_866"><a href="/category/organizational_change" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Organizational Change</a></li>
<li class="taxonomy_term_12204"><a href="/category/service_engineering" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Service Engineering</a></li>
<li class="taxonomy_term_10090"><a href="/category/service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">service management</a></li>
<li class="taxonomy_term_10921 last"><a href="/category/transformation" rel="tag" alt="See other content with this tag." title="See other content with this tag.">transformation</a></li>
</ul></div>http://blogs.forrester.com/eveline_oehrlich/13-11-20-your_input_required_service_engineering_role#commentsDevOpsIT InfrastructureITILITSMOrganizational ChangeService Engineeringservice managementtransformationWed, 20 Nov 2013 20:12:41 +0000Eveline Oehrlich10023 at http://blogs.forrester.comDoes ITSM Still Have Relevance In The Empowered BT Era?http://blogs.forrester.com/tim_sheedy/13-07-11-does_itsm_still_have_relevance_in_the_empowered_bt_era
<p>In August this year I am heading down to <a href="http://en.wikipedia.org/wiki/Canberra">our nation's capital</a> to take part in the annual <a href="http://www.itsmf.org.au/">itSMF Australia</a> event - <a href="http://www.itsmf.org.au/leadit/2013/">LEADit</a>. I have taken part in this event to a greater or lesser extent over the past few years across Australia - Sydney, Perth, the Gold Coast and now Canberra. As an analyst who broadly covers the Service Management space (as well as a previously ITIL qualified practitioner), this event is the mecca for those interested in service management in Australia.</p>
<p>Year after year at this event, I see a fair amount of change in the content and focus, but little change in the thinking, and little real movement in the implementation or improvement of the processes - a recent survey between itSMF-USA and Forrester displays the current maturity levels of processes in organisations:</p>
<p class="rtecenter"><a href="http://blogs.forrester.com/f/b/users/TSHEEDY/86722_3.gif"></a></p>
<p>Here we are - years (decades?) after the first ITIL books were written, and demand management is STILL immature. Even financial management has barely shifted in maturity over the past few years. Why is this the case?</p><a href="http://blogs.forrester.com/tim_sheedy/13-07-11-does_itsm_still_have_relevance_in_the_empowered_bt_era" title="Read the rest of &#039;Does ITSM Still Have Relevance In The Empowered BT Era?&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_132 first"><a href="/category/australia" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Australia</a></li>
<li class="taxonomy_term_9715"><a href="/category/bt" rel="tag" alt="See other content with this tag." title="See other content with this tag.">BT</a></li>
<li class="taxonomy_term_1061"><a href="/category/empowered" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Empowered</a></li>
<li class="taxonomy_term_537"><a href="/category/itil" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITIL</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_11849"><a href="/category/service_automation" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Service Automation</a></li>
<li class="taxonomy_term_964"><a href="/category/business_technology" rel="tag" alt="See other content with this tag." title="See other content with this tag.">business technology</a></li>
<li class="taxonomy_term_10008 last"><a href="/category/itsmf" rel="tag" alt="See other content with this tag." title="See other content with this tag.">itSMF</a></li>
</ul></div>http://blogs.forrester.com/tim_sheedy/13-07-11-does_itsm_still_have_relevance_in_the_empowered_bt_era#commentsAustraliaBTCIOEmpoweredITILITSMService Automationbusiness technologyitSMFThu, 11 Jul 2013 06:29:44 +0000Tim Sheedy9505 at http://blogs.forrester.comUse Boeing As A Metaphor For Service Excellencehttp://blogs.forrester.com/glenn_odonnell/13-02-07-use_boeing_as_a_metaphor_for_service_excellence
<p>Given the recent news about <a href="http://boeing.com">Boeing&#39;s</a> <a href="http://www.boeing.com/stories/videos/vid_02_787.html?cm_ven=Paid+Search+Google&amp;cm_cat=Innovation&amp;cm_pla=Tablet-Brand-Aviation&amp;cm_ite=787+Dreamliner+787Dreamliner">787 Dreamliner</a>, my title may surprise you. Please read on.</p><a href="http://blogs.forrester.com/glenn_odonnell/13-02-07-use_boeing_as_a_metaphor_for_service_excellence" title="Read the rest of &#039;Use Boeing As A Metaphor For Service Excellence&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_9523 first"><a href="/category/design" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Design</a></li>
<li class="taxonomy_term_537"><a href="/category/itil" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITIL</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_801"><a href="/category/quality" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Quality</a></li>
<li class="taxonomy_term_800"><a href="/category/reliability" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Reliability</a></li>
<li class="taxonomy_term_11448"><a href="/category/business_resiliency" rel="tag" alt="See other content with this tag." title="See other content with this tag.">business resiliency</a></li>
<li class="taxonomy_term_10995"><a href="/category/engineering" rel="tag" alt="See other content with this tag." title="See other content with this tag.">engineering</a></li>
<li class="taxonomy_term_10090"><a href="/category/service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">service management</a></li>
<li class="taxonomy_term_10996"><a href="/category/systems" rel="tag" alt="See other content with this tag." title="See other content with this tag.">systems</a></li>
<li class="taxonomy_term_9967 last"><a href="/category/systems_engineering" rel="tag" alt="See other content with this tag." title="See other content with this tag.">systems engineering</a></li>
</ul></div>http://blogs.forrester.com/glenn_odonnell/13-02-07-use_boeing_as_a_metaphor_for_service_excellence#commentsDesignIT InfrastructureITILITSMQualityReliabilitybusiness resiliencyengineeringservice managementsystemssystems engineeringFri, 08 Feb 2013 04:50:55 +0000Glenn O'Donnell8843 at http://blogs.forrester.comOn the Road with DCIM – Affirmation & Embellishment of Our Underlying Thesishttp://blogs.forrester.com/richard_fichera/13-01-21-on_the_road_with_dcim_affirmation_embellishment_of_our_underlying_thesis
<p>I was part of a Forrester Team that recently completed a multi-country rollout tour with Emerson Network Power as they formally released their Trellis DCIM product, a comprehensive DCIM environment many years in the building. One of the key takeaways was both an affirmation of our fundamental assertions about DCIM, plus hints about its popularity and attraction for potential customers that in some ways expand on the original value proposition we envisioned. Our audiences were in total approximately 500 selected data center users, most current Emerson customers of some sort, plus various partners.</p>
<p>The audiences uniformly supported the fundamental thesis around DCIM - there exists a strong underlying demand for integrated DCIM products, with a strong proximal emphasis on optimizing power and cooling to save opex and avoid the major disruption and capex of new data center capacity. Additionally, the composition of the audiences supported our contention that these tools would have multiple stakeholders in the enterprise. As expected, the groups were heavy with core Infrastructure &amp; Operations types - the people who have to plan, provision and operate the data center infrastructure to deliver the services needed for their company's operations. What was heartening was the strong minority presence of facilities people, ranging from 10% to 30% of the attendees, along with a sprinkling of corporate finance and real-estate executives. Informal conversations with a number of these people gave us consistent input that they understood the need, and in some cases were formerly tasked by their executives, to work more closely with the I&amp;O group. All expressed the desire for an integrated tool to help with this.</p><a href="http://blogs.forrester.com/richard_fichera/13-01-21-on_the_road_with_dcim_affirmation_embellishment_of_our_underlying_thesis" title="Read the rest of &#039;On the Road with DCIM – Affirmation &amp;amp; Embellishment of Our Underlying Thesis&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_620 first"><a href="/category/asset_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Asset Management</a></li>
<li class="taxonomy_term_1212"><a href="/category/ca" rel="tag" alt="See other content with this tag." title="See other content with this tag.">CA</a></li>
<li class="taxonomy_term_10027"><a href="/category/dcim" rel="tag" alt="See other content with this tag." title="See other content with this tag.">DCIM</a></li>
<li class="taxonomy_term_9185"><a href="/category/data_center_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Data Center Management</a></li>
<li class="taxonomy_term_11386"><a href="/category/emerson_network_power" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Emerson Network Power</a></li>
<li class="taxonomy_term_9217"><a href="/category/finance" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Finance</a></li>
<li class="taxonomy_term_41"><a href="/category/green_it" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Green IT</a></li>
<li class="taxonomy_term_9478"><a href="/category/green_it_sustainability" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Green IT; Sustainability</a></li>
<li class="taxonomy_term_10161"><a href="/category/io" rel="tag" alt="See other content with this tag." title="See other content with this tag.">I&amp;O</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_869"><a href="/category/infrastructure" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Infrastructure</a></li>
<li class="taxonomy_term_102"><a href="/category/next_generation_data_center" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Next-generation data center</a></li>
<li class="taxonomy_term_804"><a href="/category/operations" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Operations</a></li>
<li class="taxonomy_term_11388"><a href="/category/panduit" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Panduit</a></li>
<li class="taxonomy_term_11389"><a href="/category/romonet" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Romonet</a></li>
<li class="taxonomy_term_11387"><a href="/category/schneider_electric" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Schneider ELectric</a></li>
<li class="taxonomy_term_11391"><a href="/category/sentilla" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Sentilla</a></li>
<li class="taxonomy_term_11390"><a href="/category/synapsesense" rel="tag" alt="See other content with this tag." title="See other content with this tag.">SynapseSense</a></li>
<li class="taxonomy_term_10857"><a href="/category/nlyte" rel="tag" alt="See other content with this tag." title="See other content with this tag.">nlyte</a></li>
<li class="taxonomy_term_10377 last"><a href="/category/power_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">power management</a></li>
</ul></div>http://blogs.forrester.com/richard_fichera/13-01-21-on_the_road_with_dcim_affirmation_embellishment_of_our_underlying_thesis#commentsAsset ManagementCADCIMData Center ManagementEmerson Network PowerFinanceGreen ITGreen IT; SustainabilityI&OIT InfrastructureITSMInfrastructureNext-generation data centerOperationsPanduitRomonetSchneider ELectricSentillaSynapseSensenlytepower managementMon, 21 Jan 2013 21:38:20 +0000Richard Fichera8739 at http://blogs.forrester.comThe Future Of ITSM Drops The “IT” And Replaces It With Automationhttp://blogs.forrester.com/eveline_oehrlich/12-07-26-the_future_of_itsm_drops_the_it_and_replaces_it_with_automation
<p>Here's the hard truth:IT infrastructure and operations (I&amp;O) teams are becoming less relevant. This will only accelerate now that we are in what Forrester calls "<a href="http://blogs.forrester.com/doug_washburn/11-09-29-is_it_infrastructure_operations_still_relevant_in_the_age_of_the_customer">the age of the customer</a>" where bring-your-own-technology policies and "as-a-service" software and infrastructure proliferate.</p>
<p>In this new world, developers still need compute and storage to keep up with growth. And workers need some sort of PC or mobile device to get their jobs done. But they don't necessarily need <em>you</em> in corporate IT to give it to them. <a href="http://www.forrester.com/home#/Mobile+Is+The+New+Face+Of+Engagement/fulltext/-/E-RES60544">Case and point</a>: employees pay for 70% of the tablets used for work.</p>
<p>At the end of the day, if you can't deliver on what your workforce and developers care about, they will use whatever and whoever to get their jobs done better, faster and cheaper.</p>
<p>Much of this comes down to <em>customer experience</em>, or how your customers perceive their every interaction with the IT organization, from your staff in the helpdesk to corporate applications they access every day. Here's a proof point on how much customer experience matters from Forrester's soon to be published book, <a href="http://blogs.forrester.com/harley_manning/12-05-22-announcing_outside_in_the_latest_book_from_forrester_and_the_topic_of_our_upcoming_forum_in_new_yor"><em>Outside In</em></a>: over a recent five-year period during which the S&amp;P 500 was flat, a stock portfolio of customer experience leaders grew 22% percent.</p><a href="http://blogs.forrester.com/eveline_oehrlich/12-07-26-the_future_of_itsm_drops_the_it_and_replaces_it_with_automation" title="Read the rest of &#039;The Future Of ITSM Drops The “IT” And Replaces It With Automation&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_106 first"><a href="/category/it_automation" rel="tag" alt="See other content with this tag." title="See other content with this tag.">IT automation</a></li>
<li class="taxonomy_term_1180"><a href="/category/it_service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">IT service management</a></li>
<li class="taxonomy_term_797 last"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
</ul></div>http://blogs.forrester.com/eveline_oehrlich/12-07-26-the_future_of_itsm_drops_the_it_and_replaces_it_with_automation#commentsIT InfrastructureIT automationIT service managementITSMThu, 26 Jul 2012 17:05:28 +0000Eveline Oehrlich7977 at http://blogs.forrester.comBMC Acquires Numara Software In A Mid-Market Makeover: What It Means For Customershttp://blogs.forrester.com/david_johnson/12-01-30-bmc_acquires_numara_software_in_a_mid_market_makeover_what_it_means_for_customers
<p>BMC has a golden opportunity to take a different track with Numara than it has for past mid-market acquisitions (see Magic Solutions), and it must do so if it hopes to build on this one and drive new revenue for the long haul. Numara enjoys a massive installed base of customers with its Track-It and Footprints product lines in the small and mid-market. They have been hard at work rounding out their portfolio to include Client Management (software management, systems management, and OS management), and other areas. Numara has been on a journey to re-invent itself and has been succeeding. Further, we believe that the culture of the Numara organization and BMC&#39;s will align well, as long as Numara is given the autonomy and investment they need to grow their portfolio and momentum in the field.</p>
<p><strong>BMC Will Need Time To Work</strong><br />
Numara customers should expect relatively little change in daily operations for the first few months, as BMC aligns the organizations. If history is a reliable guide, BMC will typically give a larger acquisition such as this the opportunity to remain mostly intact, and inject key people and processes to help align the acquired organization with the BMC culture and ways of doing business. If this holds true for Numara, customers should see it as a positive step.</p><a href="http://blogs.forrester.com/david_johnson/12-01-30-bmc_acquires_numara_software_in_a_mid_market_makeover_what_it_means_for_customers" title="Read the rest of &#039;BMC Acquires Numara Software In A Mid-Market Makeover: What It Means For Customers&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_797 first"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_9938 last"><a href="/category/client_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">client management</a></li>
</ul></div>http://blogs.forrester.com/david_johnson/12-01-30-bmc_acquires_numara_software_in_a_mid_market_makeover_what_it_means_for_customers#commentsIT InfrastructureITSMclient managementMon, 30 Jan 2012 17:19:16 +0000David Johnson7269 at http://blogs.forrester.comThe State Of ITSM In 2011 Report Is Now Availablehttp://blogs.forrester.com/glenn_odonnell/11-11-07-the_state_of_itsm_in_2011_report_is_now_available
<p>As many of you know, Forrester conducted a joint research study earlier this year, in conjunction with the US chapter of the IT Service Management Forum (itSMF-USA). The report is finally now available to the deserving. Forrester clients can <a href="http://www.forrester.com/rb/Research/state_of_it_service_management_in_2011/q/id/60866/t/2">download</a> it using the normal access methods. Members of itSMF-USA will receive their copy from itSMF-USA. If you contributed, but do not fall into either category, Forrester will be sending you your copy.</p>
<p>You can read a few of the finding in my <a href="http://blogs.forrester.com/glenn_odonnell/11-09-26-new_study_yields_eye_opening_it_service_management_benefits">original post</a> announcing the completion of the study. An example of the findings is the level of satisfaction with service desk solutions. While satisfaction in general is higher than one would think, a SaaS model has proven especially satisfactory:</p>
<p>Please let me know if you are having difficulty obtaining your report. Thank you again for all the participation that led us to these findings! We look forward to next year's study!</p>
<a href="http://blogs.forrester.com/glenn_odonnell/11-11-07-the_state_of_itsm_in_2011_report_is_now_available" title="Read the rest of &#039;The State Of ITSM In 2011 Report Is Now Available&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_1017 first"><a href="/category/bsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">BSM</a></li>
<li class="taxonomy_term_10144"><a href="/category/cmdb" rel="tag" alt="See other content with this tag." title="See other content with this tag.">CMDB</a></li>
<li class="taxonomy_term_9462"><a href="/category/devops" rel="tag" alt="See other content with this tag." title="See other content with this tag.">DevOps</a></li>
<li class="taxonomy_term_10142"><a href="/category/itil_service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITIL service management</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_803"><a href="/category/industrialization" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Industrialization</a></li>
<li class="taxonomy_term_1046"><a href="/category/management_tools" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Management Tools</a></li>
<li class="taxonomy_term_10143 last"><a href="/category/process" rel="tag" alt="See other content with this tag." title="See other content with this tag.">process</a></li>
</ul></div>http://blogs.forrester.com/glenn_odonnell/11-11-07-the_state_of_itsm_in_2011_report_is_now_available#commentsBSMCMDBDevOpsIT InfrastructureITIL service managementITSMIndustrializationManagement ToolsprocessTue, 08 Nov 2011 03:49:02 +0000Glenn O'Donnell6968 at http://blogs.forrester.comSecurity and Operations Have More In Common Than You Thinkhttp://blogs.forrester.com/glenn_odonnell/11-10-19-security_and_operations_have_more_in_common_than_you_think
<p>There is growing evidence of a harmonic convergence of Infrastructure and Operations (I&amp;O) with Security and it is hardly an accident. We often view them as separate worlds, but it's obvious that they have more in common than they have differences. I live in the I&amp;O team here at Forrester, but I get pulled into many discussions that would be classified as "security" topics. Examples include compliance analysis of configuration data and process discipline to prevent mistakes. Similarly, our Security analysts get pulled into process discussions and other topics that encroach into Operations territory. This is as it should be.</p>
<p>Some examples of where common DNA between I&amp;O and Security can benefit you and your organization are:</p>
<ul>
<li>Gain economic benefit by cross-pollinating skills, tools, and organizational entities</li>
<li>Improve service quality AND security with the same actions and strategies</li>
<li>Learn where the two SHOULD remain separate</li>
<li>Combine operational NOC and security SOC monitoring into a unified command center</li>
<li>Develop a plan and the economic and political justifications for intelligent combinations</li>
</ul>
<p>I will be co-presenting on this very topic next month with my good friend and brilliant Security analyst <a href="http://www.forrester.com/rb/analyst/John_Kindervag">John Kindervag</a> at Forrester's <a href="http://www.forrester.com/events/eventdetail/0,9179,2562,00.html">Infrastructure and Operations Forum</a> and <a href="http://www.forrester.com/events/eventdetail/0,9179,2563,00.html">Security &amp; Risk Forum</a>. The events will be held in the same place at the same time from November 9-10 in <a href="http://www.marriott.com/hotels/travel/miadl-doral-golf-resort-and-spa-a-marriott-resort/?toDate=11/11/11&amp;groupCode=forfora&amp;fromDate=11/5/11&amp;app=resvlink">Miami</a>, which for us northerners, isn't a bad place to be in November!</p><a href="http://blogs.forrester.com/glenn_odonnell/11-10-19-security_and_operations_have_more_in_common_than_you_think" title="Read the rest of &#039;Security and Operations Have More In Common Than You Think&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_798 first"><a href="/category/governance" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Governance</a></li>
<li class="taxonomy_term_537"><a href="/category/itil" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITIL</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_804"><a href="/category/operations" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Operations</a></li>
<li class="taxonomy_term_801"><a href="/category/quality" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Quality</a></li>
<li class="taxonomy_term_10089"><a href="/category/discipline" rel="tag" alt="See other content with this tag." title="See other content with this tag.">discipline</a></li>
<li class="taxonomy_term_9859"><a href="/category/incident_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">incident management</a></li>
<li class="taxonomy_term_10088"><a href="/category/monitoring" rel="tag" alt="See other content with this tag." title="See other content with this tag.">monitoring</a></li>
<li class="taxonomy_term_626"><a href="/category/productivity" rel="tag" alt="See other content with this tag." title="See other content with this tag.">productivity</a></li>
<li class="taxonomy_term_10087"><a href="/category/risk" rel="tag" alt="See other content with this tag." title="See other content with this tag.">risk</a></li>
<li class="taxonomy_term_425"><a href="/category/security" rel="tag" alt="See other content with this tag." title="See other content with this tag.">security</a></li>
<li class="taxonomy_term_10090"><a href="/category/service_management" rel="tag" alt="See other content with this tag." title="See other content with this tag.">service management</a></li>
<li class="taxonomy_term_850 last"><a href="/category/trust" rel="tag" alt="See other content with this tag." title="See other content with this tag.">trust</a></li>
</ul></div>http://blogs.forrester.com/glenn_odonnell/11-10-19-security_and_operations_have_more_in_common_than_you_think#commentsGovernanceIT InfrastructureITILITSMOperationsQualitydisciplineincident managementmonitoringproductivityrisksecurityservice managementtrustWed, 19 Oct 2011 12:18:37 +0000Glenn O'Donnell6874 at http://blogs.forrester.comNetIQ + Novell: A Nice Combo That Could Be Even Better If ...http://blogs.forrester.com/glenn_odonnell/11-09-14-netiq_novell_a_nice_combo_that_could_be_even_better_if_0
<p>On 22-Nov-2010, <a href="http://www.attachmate.com/">Attachmate Corporation</a> announced it was <a href="http://www.attachmate.com/Press/PressReleases/nov-22-2010.htm">acquiring the assets</a> of <a href="http://www.novell.com/home/">Novell, Inc.</a> Once on top of the IT world, Novell&#39;s glory had clearly faded. Along the way, however, it acquired several attractive assets of its own (e.g., <a href="http://www.novell.com/news/press/2008/2/novell-to-acquire-data-center-management-leader-platespin.html">PlateSpin</a>, <a href="http://www.novell.com/news/press/2008/10/novell-to-acquire-managed-objects.html">Managed Objects</a>). Towards the end of its independence, the future certainly looked bleak for Novell and especially its management software businesses.</p>
<p>The immediate reaction to the Attachmate acquisition was skepticism among most industry watchers, including yours truly. My reaction was similar when <a href="http://www.attachmate.com/press/pressreleases/apr-27-2006.htm">Attachmate acquired NetIQ</a>. After all, what rationale is there to a legacy mainframe software company buying either NetIQ or Novell? The perception was that all of these product families would be milked for their maintenance revenue and innovation, and other development would be killed. It now appears these fears were largely unfounded, though I stand by my original skepticism. Veterans like me have seen such things unravel before.</p>
<p>The various Novell assets have been redistributed across four companies in the <a href="http://www.attachmategroup.com/">Attachmate Group</a>, with the management assets being assimilated under the NetIQ brand. While a full merger of the NetIQ and Novell assets will take at least a year, the (now) NetIQ team has moved with impressive speed to launch its initial consolidated families.</p><a href="http://blogs.forrester.com/glenn_odonnell/11-09-14-netiq_novell_a_nice_combo_that_could_be_even_better_if_0" title="Read the rest of &#039;NetIQ + Novell: A Nice Combo That Could Be Even Better If ...&#039;." class="node_read_more">Read more</a><div class="categories"><h3>Categories:</h3><ul class="links"><li class="taxonomy_term_106 first"><a href="/category/it_automation" rel="tag" alt="See other content with this tag." title="See other content with this tag.">IT automation</a></li>
<li class="taxonomy_term_537"><a href="/category/itil" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITIL</a></li>
<li class="taxonomy_term_797"><a href="/category/itsm" rel="tag" alt="See other content with this tag." title="See other content with this tag.">ITSM</a></li>
<li class="taxonomy_term_9555 last"><a href="/category/mergers_and_acquisitions" rel="tag" alt="See other content with this tag." title="See other content with this tag.">Mergers and Acquisitions</a></li>
</ul></div>http://blogs.forrester.com/glenn_odonnell/11-09-14-netiq_novell_a_nice_combo_that_could_be_even_better_if_0#commentsIT InfrastructureIT automationITILITSMMergers and AcquisitionsWed, 14 Sep 2011 13:04:30 +0000Glenn O'Donnell6687 at http://blogs.forrester.com